Frequenly asked questions

Regarding Your Booking…

 

Can I pay for my stay using VACAF vouchers, bank checks, ANCV holiday vouchers (paper) or Chèque Connect?

Yes. To do so, please contact our Reservation Assistance Service by email at: reservations.indiv@ternelia.com or by phone at +33 (0)4 50 68 65 27 (available Monday, Tuesday, Thursday, and Friday mornings only).

If you choose a “Non-cancellable, Non-refundable” (NANR) rate, you will have 7 calendar days from your booking to send your payment and validate your reservation.

Are pets allowed?

Yes, pets are allowed for a supplement of €5 per night, but only in premium double rooms.

Will there be any entertainment during my stay?

Yes, we offer various activities during the summer holidays* so everyone can enjoy their time:

• Welcome drink on the bar terrace at 6:30 p.m. on Sundays (during the summer season)
• Country-themed evening on Monday (barbecue with music) — the day may vary depending on the weather
• Family day on Wednesday: morning laser biathlon initiation, barbecue at the Saint Jorioz watersports base, and activities on the lake (giant paddle board, canoeing, sailing)
  Each week during this period, we also offer guided hikes with certified mountain leaders.

*Except during the last two weeks of August.

Will there be kids’ clubs during my stay? If so, when and for what age groups?

Yes, during the summer holidays* for children aged 3 to 17. The kids’ club offers fun, sports, and creative activities every day, supervised by qualified staff.

Open Monday to Friday, mornings and afternoons.

*Except during the last two weeks of August.

Is daily cleaning included?

Your room will be cleaned at the end of your stay. If your stay is longer than 4 nights, a mid-stay cleaning will also be provided (without sheet changes).

Daily cleaning is available at an extra cost.

Are the rooms air-conditioned?

No, our rooms are not equipped with air conditioning.

Do the rooms have a fridge?

No, there are no fridges in the rooms. However, if you need to store medication or perishable souvenirs, the hotel can store them in a dedicated fridge at reception.

Will the pool be open during my stay?

• The outdoor pool is open from June 15 to September 15, from 9:00 a.m. to 8:00 p.m.
• The indoor pool is open year-round (except in January), from 10:00 a.m. to 8:00 p.m., by reservation. Evening access is available until 10:00 p.m.

Is access to the SPA free?

No, SPA access is subject to a fee. Rates can be found on the hotel’s website under the SPA section.

Will I have Wi-Fi in my room?

Wi-Fi is available and free in common areas (bar, restaurant, reception, and meeting rooms), and in all “premium” rooms.

It is not available in Eco rooms.

 

Regarding Your Arrival…

 

From what time can we check in?

You can access your accommodation from 5:00 p.m. The reception is open until 8:00 p.m.
Late check-out or early check-in is possible for an additional fee (subject to availability). Contact: accueil.predulac@ternelia.com

What happens if we arrive after reception closes?

If you arrive after 8:00 p.m., you will find an envelope with your name outside reception, containing a map and your room key.

How do we get to the hotel from the train station?

A regular bus service runs from the train station. Take line 15A towards “Duingt église” and get off at the “Chez Daviet” stop. The bus stop is 500 meters from the hotel.

Timetables and fares available at: https://www.sibra.fr/

What are the nearest parking options? Are they free?

We offer several free parking areas within the hotel grounds.

Is there a secure parking area for motorcycles?

You can park your motorcycle near your accommodation. We regularly welcome motorcyclists.

Is there a secure bike storage area?

Yes, we have a secure bike room and are certified with the “Accueil Vélo” label.

Can we charge our electric vehicle?

Yes, there are 5 electric vehicle charging stations available on-site.

What is our room like? What facilities are included and where is it located in the hotel (floor, view)?

When you book, you select a room type, and its description is provided at the time of purchase. This description is also available on the hotel’s website under the “Rooms” section.
The floor level and view are not guaranteed but you may share your preferences with us when booking, and we will do our best to accommodate them.

Only accessible (PMR) rooms come with guaranteed arrangements.

Are bed linens and towels provided?

Yes, sheets are provided and beds are made upon arrival. Towels (small and large) are also included, except for youth groups under 18 (school groups and holiday camps).

What time is breakfast served?

Breakfast is served from 7:30 a.m. to 10:00 a.m.

What time are lunch and dinner served?

• Lunch: 12:00 p.m. to 1:30 p.m.
• Dinner: 7:00 p.m. to 8:30 p.m.

 

Regarding Your Departure…

 

What is the latest time we can check out?

You must vacate your accommodation by 10:00 a.m.

If you need to leave before reception opens, you can check out online and leave your key in your room.